Vital’s ERAdvisor Earns A+ KLAS Rating
A+ (Supports Goals)
A (Has needed functionality)
A+ (Executive involvement)
A+ (100% Likely to recommend)
Why This Spotlight?
The emergency department can be a chaotic and stressful environment that leaves patients feeling forgotten, but technological solutions can improve the patient experience without adding to the provider workload. Vital's ERAdvisor provides personalized tools and updates from check-in onward, thereby increasing patient engagement throughout the emergency department. This report examines the experiences of several ERAdvisor customers.
What Does Vital ERAdvisor Do?
"Vital utilizes Al technology to send real-time updates to patients on the progress of their current ER visit to their mobile devices. The technology also sends anticipated times. And then the software follows up with patients to ensure that they are complying with follow-up visits. So basically the software helps with closed-loop communication with patients."—Manager
Bottom Line
All respondents report an above-average experience that has left them highly satisfied, saying ERAdvisor has delivered as promised. Interviewed customers are pleased with the responsive partnership from Vital's expert team. Other highlights include the solution's patient-centric features and clear improvements in the patient experience. Some respondents would like to see the product grow to fit outpatient settings and develop functionality to integrate with other departments.
Key Competitors (as reported by Vital)
Epic, Get Well
Number of Customers Interviewed by KLAS
9 individuals from 7 organizations (Vital shared a list of 10 unique organizations; the list represents 100% of the customers that are eligible for inclusion in this study)
Top Reasons Selected
Strong user experience, unique offering, product improves patient experience, vendor is a promising development partner
Strengths
Vendor is well organized and has a mastery of their tool
"We are very impressed with how organized Vita! is; if we bring a problem to them, we don't have to do too much legwork to describe the problem or get the use cases. It is a strength that they know their tool inside and out and that they know their customers really well and are able to help us with questions that we have."—Manager
Solution is well tailored to patients and meets them on their level
"The vendor is really adept at creating tools that delight patients. The vendor can translate complex or technical medical language into everyday talk. That just makes it so much easier for the patients and their families when they try to figure out what
is going on." —VP/other executive
Vital maintains strong partnerships with customers to maximize personalization and efficiencies
"Vital's biggest key strengths are their personalization and the fact that they are really connecting with us as a customer in terms of their partnership with us. They actually connect with us via phone calls and virtual meetings; that real-life connection that makes us feel like the engagement is not just something where the vendor is telling us what they are going to do and then disappearing." —Director
Opportunities
"One [suggestion] is the ability for patients to verify pharmacy things and have that information cross over to the EMR, especially for facilities that do things electronically now with ePrescribing." —VP/other executive
"An improvement would be to have the vendor work with us so we can explain a little more of the ROI to our executive leaders. The vendor has a bit of a disconnect because they don't truly understand everything that is going on in our division and how things are impacting us in good or bad ways." —Director
Points to Ponder
What Does a Customer Need to Do to Be Successful with This Solution?
Customers Explain
Start with strong understanding of organization‘s data architecture: “Having data architecture on the customer side is really key. I definitely would recommend customers know their own architecture in terms of inbound and outbound feeds. Then customers should engage their operational partners early.” —Manager
Plan early alongside Vital and reference successful tactics at similar organizations: “My advice to others is to just have an honest, early, transparent conversation with Vital. The system is never a plug-and-play thing. Talk to Vital and figure out what they have done for similar clients because they have large and small clients.” —CMIO
Choose a project leader who is intimately familiar with organizational workflows: “The point person or liaison on the client side should be extremely familiar with the workflow of the clinic or hospital. Otherwise, the product just will not work, and that won‘t be the vendor‘s fault.” —CMIO
Healthcare Executive Interview What is your background? Vital was founded by Dr. Justin Schrager, a practicing emergency department physician at Indiana University (formerly at Emory University), and Aaron Patzer, former founder of Mint.com and VP of product innovation at Intuit. The two of them constitute the ideal intersection of the clinical practice of emergency medicine, high-adoption consumer-grade software, and development of advanced AI.
Why was Vital started? Schrager recognized the need to improve the care experience for emergency departments across the US. He and Patzer founded Vital on the premise to do just that. With consumer-grade software and AI, Vital has been breaking down information silos, optimizing the user experience, and increasing operational efficiencies since its founding and has impacted over one million patients and families.
What is Vital’s biggest differentiator? Vital‘s ERAdvisor uses advanced AI and a true user-centered design to achieve some of the highest digital health product adoption in the industry. All features and capabilities are designed with the user at the center, resulting in a 55%+ average patient adoption rate at active hospitals and over 1M patient users per year. A simple, no-training-required user interface uses AI to personalize things to each patient and their unique disposition, location, results, educational needs, and more. Because of the high adoption rate and rapid pace of feature release, hospitals recognize an ROI very shortly after activation in areas like LWBS rates, downstream appointment revenue, HCAHPS and consumer survey scores, and length of stay/throughput